Customized Status

Dear RT friends,

How do I change the status of “open” to “taken”? I found the word “open” quite confusing.

Thank you very much.

Adam.

Dear RT friends,

How do I change the status of “open” to “taken”? I found the word "open"
quite confusing.

are you sure, there is already a “take” wording usage when someone take
a ticket. How would you make the difference?

If you’re problem is that you think to complicate to take then open a
ticket, you can group both actions on the web UI to a “Take&Open” action
using callbacks like
"local/html/Callbacks/TakeOpen/Ticket/Elements/Tabs/Default" which would
replace those actions un share/html/Ticket/Elements/Tabs.

Take, to take, I want the ticket.

Taken, having been took, I have the ticket.

That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config:

DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly.

Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins@seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message-----

Take, to take, I want the ticket.

Taken, having been took, I have the ticket.

That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config:

DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly.

if you just want to change “open” in the web UI to “Taken”, then just
change the translation by creating a file in local/po/xx.po (xx = two
letters of your language) with the following content:

-----cut-----
msgid ""
msgstr “”
“MIME-Version: 1.0\n”
“Content-Type: text/plain; charset=UTF-8\n”
“Content-Transfer-Encoding: 8bit\n”

msgid "Open"
msgstr “Taken”

-----cut-----

check in lib/RT/I18N/xx.po if other strings may need to be tranlsated.

then restart your web server.

Dear RT Friends,

Thank you for the advices.

I don’t know where is the exact location for “local”, so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for “Open” but nothing happens.

I am using ubuntu server os.

Now, I am trying another way.

I add custom field called “Taken” and apply to ticket with type of “select a value”.

I can see the custom field is at ticket there with choices of “no value” and “yes”.

but, how do I change the custom field from value “no value” to “yes” after user clicked “take” to own the ticket?

Once again, thank you for your help.

Read again.

$BUILD_LOCATION/local/po

Create a file called xx.po (where xx is your language ) and put the stuff between the --cut-- lines in there.

And, since RT caches a lot, you’ll probably need to clean out the cache under var/mason_data. I always restart the server at the point, but I’m not 100% sure that is required.

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Adam Tang
Sent: Monday, January 24, 2011 10:37 PM
To: elacour@easter-eggs.com; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customized Status

Dear RT Friends,

Thank you for the advices.

I don’t know where is the exact location for “local”, so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for “Open” but nothing happens.

I am using ubuntu server os.

Now, I am trying another way.

I add custom field called “Taken” and apply to ticket with type of “select a value”.

I can see the custom field is at ticket there with choices of “no value” and “yes”.

but, how do I change the custom field from value “no value” to “yes” after user clicked “take” to own the ticket?

Once again, thank you for your help.

Date: Mon, 24 Jan 2011 16:06:01 +0100
From: elacour@easter-eggs.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customized Status

Take, to take, I want the ticket.

Taken, having been took, I have the ticket.

That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config:

DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly.

if you just want to change “open” in the web UI to “Taken”, then just
change the translation by creating a file in local/po/xx.po (xx = two
letters of your language) with the following content:

-----cut-----
msgid ""
msgstr “”
“MIME-Version: 1.0\n”
“Content-Type: text/plain; charset=UTF-8\n”
“Content-Transfer-Encoding: 8bit\n”

msgid "Open"
msgstr “Taken”

-----cut-----

check in lib/RT/I18N/xx.po if other strings may need to be tranlsated.

then restart your web server.